Today I’m pleased to share another guest post by Paul Laughlin of Customer Insight Leader. This post originally appeared on his blog earlier this year. Paul and I had a great conversation about this very topic – how to be productive when working from home...

Is hiring for culture fit a good idea? In the last several weeks, I’ve seen a couple articles – in reputable publications like Harvard Business Review and The Wall Street Journal – about the “dangers of hiring for culture fit.” They cited...

Image courtesy of Pixabay Do employees believe in the core values? Do they even know their company’s core values? Core values are the fundamental beliefs of an organization; they guide executives and employees in identifying which behaviors and actions are...

Image courtesy of Pixabay Are you aware that there’s also a Culture Perception Gap? I’ve written and spoken many times about the CX Perception Gap (aka Bain’s Delivery Gap), but there’s not much said about the Culture Gap. Until now. PwC...

Image courtesy of PixabayWhat’s in your library?I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don’t know how many books I added to my library this year, but it was a lot. I thought I’d share some good ones that...

Image courtesy of PixabayWhat is a Culture Committee? And do you need one? (The short answer is “Yes!”)Last month, I wrote a two-part series about how to stand up your team of CX Champions. Without a doubt, they are an important part of the customer...